8/17/2019 References APA sample
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References:
Books:
Michael D. Johnson, Anders Gustafsson “Improving Customer Satisfaction, Loalt, and
!rofit" An Integrated Measurement and Management Sstem# !u$lished August %st &''' $
Josse()ass
*o$ert +oodruff “no- our Customer" /e- Approaches to 0nderstanding Customer 1alue
and Satisfaction2 !u$lished June 3rd %445 $ +ile
Journals:
Matthe- L. Meuter, Am L. 6strom, *o$ert I. *oundtree, Mar Jo )itner 7&'''8 Self(
Service 9echnologies" 0nderstanding Customer Satisfaction -ith 9echnolog()ased Service
:ncounters. Journal of Mar;eting" Jul &''', 1ol. 5